:Medallia

{{Short description|American customer and employee experience management company}}

{{Infobox company

| name = Medallia, Inc.

| logo = Medallia-color-logo.png

| type = Private

| foundation = {{start date and age|2001}}

| location = San Francisco, California, U.S.

| founders = {{ubl| Borge Hald | Amy Pressman }}

| key_people = {{ubl| Mike Lipps (CEO)}}

| industry = Customer experience

| products = {{hlist|Medallia Experience Cloud| Customer Experience| Employee Experience| Product Experience| B2B Experience}}

| homepage = {{URL|medallia.com}}

| revenue = {{Increase}} {{US$|477 million|link=yes}} (2020){{cite web |url=https://www.sec.gov/ix?doc=/Archives/edgar/data/0001540184/000154018421000004/mdla-20210131.htm |date=22 March 2021 |title=Medallia, Inc. Annual Report for fiscal year ending January 31, 2021 (Form 10-K) |publisher=U.S. Securities and Exchange Commission}}

| net_income = {{Decrease}} {{US$|-149 million}} (2020)

| num_employees = 2,037 (January 2021)

| owner = Thoma Bravo

}}

Medallia is an American customer and employee experience management company based in San Francisco, California.

Medallia provides software-as-a-service (SaaS) customer experience management (CEM) and employee experience management (employee engagement) software to hospitality, retail, financial services, high-tech, and business-to-business (B2B) companies internationally.{{cite book | last=Sponder | first=M. | title=Social Media Analytics: Effective Tools for Building, Interpreting, and Using Metrics | publisher=McGraw-Hill Education | year=2011 | isbn=978-0-07-176862-7 | url=https://books.google.com/books?id=83AVmMiEiKAC&pg=PA12 | access-date=July 24, 2017 | page=12}}

Overview

As part of a customer experience management (CX or employee engagement) program, Medallia's cloud-based customer experience (CX) software platform captures voice of the customer feedback across Web, social, mobile, and contact center channels, analyzes it in real-time, and provides action workflows to executive, central and front-line teams for customer satisfaction, customer loyalty, Net Promoter scores and overall business performance.{{cite news|url=http://www.bizjournals.com/sanjose/print-edition/2013/05/17/great-businesses-lean-forward-respond.html?page=all |title=Great businesses lean forward, respond fast |newspaper=Silicon Valley Business Journal |date= 2013-05-17 |access-date=2013-06-30 | first=Moryt | last=Milo}}

Medallia provides a platform for social, text, video, speech, messaging and online feedback.{{cite book | last1=Horner | first1=S. | last2=Swarbrooke | first2=J. | title=Consumer Behaviour in Tourism | publisher=Taylor & Francis | year=2016 | isbn=978-1-317-74690-4 | url=https://books.google.com/books?id=y9wRDAAAQBAJ&pg=PA256 | access-date=July 24, 2017 | page=256}}{{cite news |url=http://www.retailtouchpoints.com/solution-spotlight/2180-medallia-launches-social-feedback-solution |title=Medallia Launches Social Feedback Solution |publisher=Retail TouchPoints |date=2013-01-15 |access-date=2013-06-03 |url-status=dead |archive-url=https://web.archive.org/web/20130308113500/http://www.retailtouchpoints.com/solution-spotlight/2180-medallia-launches-social-feedback-solution |archive-date=2013-03-08 }} The software analyzes feedback from Facebook, Twitter, and other major review sites (e.g., TripAdvisor) alongside solicited feedback data from surveys and contact centers. In addition to social media feedback and analysis, as well as mobile feedback and engagement,{{cite news|url=http://www.cmswire.com/cms/customer-experience/medallia-customer-experience-app-going-mobile-supports-voice-013055.php |title=Medallia Customer Experience App Going Mobile, Supports Voice |publisher=CMSWire |date= 2011-10-14 |access-date=2013-06-03 | first=Steve | last=Sechrist}} capabilities of the company's product include survey creation and management, text analytics and dashboarding, and direct goals and action management.

History

Founded in 2001, Medallia's founders, Borge Hald and Amy Pressman, were motivated to start the company after consulting to executives of Fortune 500 companies{{cite news|url=http://www.huffingtonpost.com/sramana-mitra/love-and-startups_b_3230133.html |title=Love and Startups |work=Huffington Post |date= 2013-05-07 |access-date=2013-07-01 | first=Sramana | last=Mitra}} about consumer-company relationships.{{cite news|url=https://blogs.wsj.com/venturecapital/2012/09/26/medallia-aims-to-improve-service-at-big-companies-with-35m-from-sequoia/ |title=Medallia Aims to Improve Service at Big Companies With $35M From Sequoia |newspaper=The Wall Street Journal |date= 2012-09-26|access-date=2013-06-03 | first=Deborah | last=Gage}} Kampyle was acquired by Medallia in October 2016.{{cite web | last=Haggin | first=Patience | title=Medallia Buys Customer Feedback Analytics Startup Kampyle | website=WSJ | date=October 20, 2016 | url=https://www.wsj.com/articles/medallia-buys-customer-feedback-analytics-startup-kampyle-1476963000 | access-date=July 24, 2017}} {{subscription required}}{{cite web | title=TechNation: Israel's Pitango invests in Foursquare | website=Haaretz | date=October 26, 2016 | url=http://www.haaretz.com/israel-news/business/tech-roundup/1.749238 | access-date=July 24, 2017}} CoolaData was acquired by Medallia in 2019.{{Cite web |title=Experience Management Leader Medallia To Acquire Behavioral Analytics Startup Cooladata – Medallia |url=https://www.medallia.com/press-release/experience-management-leader-medallia-to-acquire-behavioral-analytics-startup-cooladata/ |access-date=2025-01-31 |website=www.medallia.com}} In July 2019, Medallia went public on the NYSE led by new CEO Leslie James Stretch .{{cite web | title=Medallia Shares Soared 76% In First-Day Trading | website=Forbes | date=July 19, 2019 | url=https://www.forbes.com/sites/alexkonrad/2019/07/19/medallia-ceo-talks-ipo-first-day-pop/#746960fa1e1e | access-date=September 4, 2019}}

In April 2020, Medallia acquired voice-to-text specialist Voci Technologies for $59 million.{{Cite web|url=https://techcrunch.com/2020/04/22/medallia-acquires-voice-to-text-specialist-voci-technologies-for-59m/|title=Medallia acquires voice-to-text specialist Voci Technologies for $59M|website=TechCrunch|date=22 April 2020 |language=en-US|access-date=2020-04-23}}{{Cite web|url=https://www.post-gazette.com/business/tech-news/2020/04/23/Voci-Technologies-acquisition-Medallia-SaaS-cloud-management-platform-pittsburgh/stories/202004230095|title=Strip District-based startup acquired for $59 million|website=Pittsburgh Post-Gazette|language=en|access-date=2020-04-27}}

In October 2021, Thoma Bravo completed acquisition of Medallia in an all cash transaction valued at $6.4 billion.{{cite press release |url=https://www.businesswire.com/news/home/20211029005286/en/ |title=Thoma Bravo Completes Acquisition of Medallia |date=29 October 2021 |website=businesswire.com}}

Sponsorship

Medallia sponsors Pip Hare Ocean Racing, a competitor in the 2020 and 2024 Vendée Globe ocean race, a solo, unassisted round-the-world race in 60 ft monohull sailboats.